Lack of Coverage

Lack of mobile network coverage is generally indicated by limited or no coverage (signal) bars displayed on the handset screen. You may also receive one of the following error messages:

Lack of Coverage Error Messages

Emergency Calls Only

112 Only

Call Failed

No Network

Select Service

Select Network

Possible Solution

Of course NodeMobile cannot provide 100% mobile coverage across Australia. But if you should have coverage - and people around you with Internode or Optus services do - switch your handset off and back on again. This will allow your phone to do an automatic network selection.

If automatic network selection is not successful, you may need to perform a manual network selection. Check your handset's user manual for details on how to do this.

If your phone still cannot pick up a signal after a manual network selection, the phone or the SIM may be faulty. To test, place the SIM in another handset. If it appears to be a faulty SIM, please contact us for a replacement.

Blocked SIM Card

If you enable your phone's security settings, a PIN (Personal Identification Number) will be used to restrict access to the SIM. This is a 4 digit number required each time you turn the phone on.

If the PIN code is entered 3 consecutive times incorrectly your SIM will become 'PUKed' or blocked. This is a security measure to protect your service.

Error Message: 'Enter Your PUK Code', 'Blocked' or 'SIM Blocked'

Contact Internode Support to receive your PIN Unblocking Key (PUK) Code. After we successfully verify your ID, we'll give you the PUK which can be entered into your phone when prompted.

This allows you to update the PIN. Please note that PINs are not set by Internode - we do not have a record of your PIN.

Error Message: 'SIM Card Rejected'

Your phone displays this message when you have entered your PUK code incorrectly 10 times. Unfortunately, this means that your SIM card has been wiped clean and is not retrievable.

You'll require a replacement SIM ($10 plus $5 delivery) - contact us to arrange this. The new SIM will retain your same mobile number, but of course any contacts saved to your old SIM will be lost. We recommend you backup contacts to your phone on a regular basis.

Faulty SIM Card

If your phone is displaying any of the following errors, it may be that the SIM card is faulty and will need to be replaced:

Faulty SIM Error Messages

Insert SIM

Bad Card

Card Error

Card Rejected

Possible Solution

Check that the SIM card is inserted correctly - make sure the gold portion is facing downwards and the cut off corner matches the cut off in the SIM cradle correctly.

You can also test your SIM in another handset to identify if the SIM may be faulty. If it is faulty, you will receive a similar message on the second phone.

If you require a replacement SIM please contact us to arrange this. The new SIM will retain your same mobile number, but of course any contacts saved to your old SIM will be lost. We recommend you backup your contacts to your phone on a regular basis.

SIM Security

If you are you using a mobile handset that is - or has previously been - a prepaid handset, you may find 'SIM Security' prevents you from making calls or sending messages. There are a number of possible error messages if the SIM Security is activated:

SIM Security Messages

Barred

Not Allowed

Call Operator

Permanently Blocked

Card Error Contact Provider

Phone Blocked Net Subset Code

Check SIM

Please Wait To Enter Special Code

Contact Customer Service

SIM Error

Contact Service Provider

SIM Restricted

Enter Subsidy Password

Wrong SIM

Error Foreign SIM

Insert Correct SIM

Possible Solution

If your phone was a Pre-Paid service you may need to contact your previous service provider in order to get the unblock code for your handset.

IMEI Blocking

IMEI (International Mobile Equipment Identity) Blocking happens when the mobile handset has been reported as being lost or stolen, and is indicated by one of the following error messages:

When trying to make a call - three tones; 'call not allowed'; or 'calls not available from this service'

When trying to call your number - fast busy tone; or rising tones

When trying to send an SMS - 'check operator service'

The IMEI is an identity reference number assigned uniquely for each mobile phone and is located behind the battery on the back of a mobile phone; or in the system information/settings menu on most handsets. You can also locate it by dialling *#06# for the IMEI to be displayed on the handsets display.

IMEI Blocking registers the IMEI number in a database used to block access on all networks throughout the world. The handset cannot be used until the IMEI Blocking has been removed successfully.

Possible Solution

This may occur if you have reported your mobile phone to Internode as lost or stolen, and subsequently found it. Please contact us to arrange for the IMEI Blocking to be removed.

In case of emergency, please dial 112 rather than 000. This should ensure that your call gets through to emergency services while waiting for your unblock request to be actioned.

International Calls

The ability to call international numbers is part of the same blocking facility as the ability to call Premium Voice services, and hence for security purposes it is disabled by default. You may get the following error message:

We advise that calls to this number are not currently available from your service. Please contact your service provider for further information.

Possible Solution

Contact us to enable calls to international numbers from your NodeMobile service.

Can't Send SMS

If you are trying to send an SMS and it is not successful you may receive one of the following error messages:

Message not sent this timeThis is generally due to temporary network congestion. Wait a short while and retry sending your message.

Message sending failedThe SMSC number may be incorrect. To check this, follow the instructions in your handset guide. The SMSC or MCN (message centre number) needs to be +61411990001

If you have checked all the above and still can't send SMS, it could be one of the other issues described on this page.

International SMS

If you are trying to send an international SMS to an international mobile phone, always check you are using the correct country code for the area you are trying to send to.

The other common issue is incorrectly entering the country code and mobile number.

The correct format for typing in an international number is + and then the mobile number without the first zero.

For example, to send an SMS to the UK mobile number 07937 123 123, enter +447937123123

If the number you are trying to send to does not have a zero at the beginning, do not drop any of the numbers.

Can't Send MMS

MMS is the process of sending multimedia messages (by way of audio, picture or video) from one mobile device to another. If you are unable to send MMS from your mobile you may be receiving one of the following error messages:

MMS Error Messages

GPRS Connection Not Available

Multimedia Message Sending Failed

Network Error

Configuration Error

Network Fail

Unable to Send

Possible Solution

If you are receiving one of these error messages it could be due to one of the following causes:

After the VoiceMail PIN has been reset, the PIN will revert to the last 4 digits of your mobile number.

The next time you access your VoiceMail, you will be prompted to change the PIN. You can also do this by pressing 8 at the VoiceMail menu.

Fixed Dialling

Fixed dialling is a feature built into some mobile handsets that restrict certain types of calls. When the fixed dialling feature is on, you can only call a phone number that is included in the fixed dialling list or begins with the same digit(s) as a phone number in the list.

If you are getting an error message such as the ones listed below, it may be as a result of fixed dialling being active on your phone:

Fixed Dialling Error Messages

Call Forbidden

Call Not Allowed

Message Sending Not Allowed

Not Allowed

Restricted Operation. Contact SIM Provider

SIM Card Memory Not Available

Possible Solution

This is a function of the handset, not the network service. You will need to refer to the user manual for the handset to disable this feature.

What is 'Line 2'?

Line 2 is a feature used on some overseas networks, and is similar to a Call Wait / Call Hold feature. Australian mobile networks do not support line 2.

If your phone is displaying a line 2 in the top left hand corner or giving one of the errors listed below, your phone will not be able to make outbound calls on Line 2:

Messages Displayed for 'Line 2'

Check Network Service

Check Operator Services

Rising tones

'2' displayed in top left of screen

Possible Solution

Press and hold down the hash (#) key and press OK when it says Change Phone Line? or similar on the screen. If this does not resolve the issue, check the handset user manual for instructions.